I too, just realized what jerks they are and scammers. I used this company for 6.. I have had the service until 10-09...I just cancelled to get the wireless thru Att. now you would think that I would be way over any early cancellation contract Right. WRONG.

But NOOO...DSL they tell me that since I changed my phone number in the same house ,( which was because AT&T screwed up phone lines jan 09 causing my lines to cross causing DSL loose connection. I was put under a new contract when they restored service....

of which I had no idea....And if I had a new contract why was I still paying 21.00 per month.Hmmm seems like I shouda been paying 12.00 then- like all new customers.( hello)

.Well you know what I told them try and get early cancellation money from me and see what you get. After 5 rs...they I cancelled all my cards on file with them...I paid my bill every month through my bank bill pay.......I can not believe this....SO all of you beware of any changes you make if you have their service. And to top it off, I spoke with a supv....SHe had a very arrogant attitude and I got nowhere with her. 6 Yrs + with this company..

thye have nothing in writing about changes to your phone number causing a new contract. I think they just makethis up as they go..

We all need to get a class action against their A-------zzz....hmmm maybe I will . I think they are i violation of federal laws here.

I'm writing another of a long line of "what do you mean I owe you $99 for my 2.5yr old DSL modem", the support tech obviously well versed in hearing I'm reporting you to the BBB (and no I wasn't yelling at her) said go ahead.

This company should be avoided, there are many others out there that offer the same speeds for the same price and do not charge you a modem tax when you cancel. Don't reward bad companies, vote with your money and show them you deserve better.

Arduously slow, frustrating, insolent customer service and fraudulent billing!

Here's my experience:

In 2007, I opened an account with DSLExtreme for my father to use at his house. When my father moved to a new residence in October 2008, I canceled the account with DSL Extreme (which was a nightmare experience in itself). Following directions from the company, my father then returned the modem to them, using the regular USPS service to do so. He repackaged the modem in its original box and even called DSL Extreme to verify that they had received the item. A representative replied in the affirmative.

Last month, I received a letter from a collection agency stating I owe DSL Extreme $99 for the modem! I called DSL Extreme's customer service and was told that they have no record of receiving the modem. Unbelievable!

I'm disputing the charge and also filing a complaint with the BBB.

When I signed up with DSL Extreme, it was $14.95 per month for 768 kbps. I bought this for my vacation home because we are hardly ever here. When I called to ask about renewal they said it was going to jump to $18.95 for the same service after my year expired... even though for new customers it has now dropped to $12.95! They would not budge on this and I'm not sure if I will renew.

Out of curiosity, I asked how much it would be for 6Megs for my other home. They said it was $29.95 a month with contract or $34.95 month to month. My AT&T is $34.95 for month to month? I though DSL extreme was a low priced alternative but now they are the same price as the big guys. No point in going to this company...

I got a 12 month DSL EXTREME contract for my grandson and he only had it working for about 4 months. My grandson wanted a wireless modem so he could use his laptop. I bought a 2-wire modem and hooked it up and called them for help in getting it working. It showed connected at local but not with the Internet. No one seemed to be able to help. Well, since my grandson would be moving to a new house we decided to wait until after the move.

After the move I again contacted DSL Extreme and got this sassy girl who said I would have to renew my 12 month contract since it was a new location. I told her that I didn't want to renew since I had 4 months left. She said that if I quit, it would cost me $250 for breaking the contract. I told her that she was the one who wanted to break the contract.

I am still paying for DSL extreme when I have no DSL extreme. This company says I have no complaints on their web site, yet I have contacted them repeatedly and STILL have no DSL for my grandson.

Now I find out I have to send back their crappy modem or pay them $99 for a $20 modem. DSL Extreme redefines Internet fraud. DEAL WITH THEM AT YOUR OWN RISK.....

ripped off Grandpa in Texas

I just got dsl extreme. It works great clocked it at 2.5 mb/s. I called customer support to help hookup my non dsl extreme router and they quickly helped me. the wait time for customer service was about 10 min. I think (had my son hold the phone). The Ethernet cable they sent was defective (won’t stay plug in). I had to call billing department to get a new one. I just finished a “live chat” with billing and they are sending me a new one. I am very happy. The only thing I need to watch out for is when my year contract ends, I need to renew it.

If you plan to sign up with DSL Extreme for their advertised low cost plans, think again!! Three months ago, my 12 mo. contract with DSL Extreme finally expired. I canceled immediately... Just when I thought I'd never need to deal with that company ever again, today, I received a letter from their Collection Dept that I owe them $99 because I haven't sent back my modem. What!? Where's that written?? When I called in to cancel my plan, their service dept. made no mention of it, or I would have returned it... I used other DSL companies before, never once did I need to return the modem at the end of contract, it never even crossed my mind. Besides, I clearly remember that I paid some $$ for the modem in the beginning... Further, when I initially signed up with DSL Extreme, I picked the Express plan. However, the speed I was getting was slower than their Basic plan because they said I live too far from their service hub (but, of course, they didn't tell me that when I was signing up). They said the speed I was getting still meets the minimum speed (written in the small prints) so I can't cancel the contract unless I was willing to pay several hundred $$ of early cancellation fee. Thus, for an entire year, I suffered with painfully slow Internet. And now, they are threatening to damage my credit if I don't pay them another additional $99. Is there still law!?

When google took over there was no way to use Outlook except with imap, despite what they may claim. This method is slow, because it must sync with the internet instead of just loading your new messages. It also crashes all the time. The customer service is terrible. They threaten to charge $250 if you terminate early, if you decline the annual subscription when you renew they charge 2 or three times as much (without telling you), and when you finally get out of the ocntract they charge $99 if you don't send the crappy dsl modem back to them in the mail. You know they don't re-use a 4 year old dsl modem; and if they do, what does that tell you? Don't go with dslextreme!

absolutely horrible. worst bait and switch. stay away! Billing is highly deceptive. Mediocre tech support.

Stay away, worst ever customer service and its $350 to get out of the annual contract.

Absolutely the WORST customer service ever - we signed up my sister-in-law in Sacramento 3 weeks ahead of time so we could go up from Southern California to get her started on email. We got 3 confirmation emails from DSL Extreme and modem mailed to her. Once we arrived..no service! After two hours on the phone they couldn't tell us why - just that it was in their "order" dept and they were closed on Sunday. Having to leave the next morning by 9 a.m. to get back home they promised to call us at 6 a.m. when they opened - not only did they not really open at 6 a.m. but had a recording they opened at 7 a.m. except at 7:15 we were still getting the recording they weren't open yet. Finally got another tech person but they couldn't get through either - by 8 a.m we gave up and cancelled the order.

Sadly we never got any service for her and had to leave - we couldn't even get a competitor to provide for another 3 weeks because DSL extreme wouldn't cancel the order with AT&T so that another order could be placed!

Took forever to get the refund on the modem once it was returned (immediately by the way) and then blamed OUR CREDIT CARD company....stay away at all cost! Unless you like being frustrated, lied to and disconnected!

Not only was service with this company atrocious but even after we changed providers we have been dealing with their crap for 5months now! We sent our modem back using UPS and even made it signed delivery. Well for 5 months they have been telling us they have not received the modem even though they signed for it and we have proof. They have been calling us, harassing us, sending us notices threatening us etc) This company should not be in business. Finally after months of fighting them they have said oops we were wrong. No apology nothing for months of harassment. Of course why should I be surprised their service sucked when we had them why would it be any different when we were no longer customers. I will never go back to their lies of great service when all they deliver is sub par, over priced service with horrid customer service. If you are thinking of going with them be ready to have slow internet, rude service and be lied to often.

STAY FAR AWAY!

I just wanted to pass along my experience thus far with DSL Extreme, and how incredibly dis-satisfied I am with them. (this is stating it as mildly as possible)

First and foremost, I understand the position, etc that they're in, and how they work. And I also understand, in relation to everything, that this is only a short period of time, but I *need* access to the Internet for my job. Also throughout the story, this is alternating between me being on the phone talking to them and my fiancee.

Here's the story:
Bought a house, filled in the appropriate online forms to setup a time for FIOS to be installed. At first I was going to go through Verizon FIOS, but then saw DSL Extreme was cheaper, so I thought I would give it a shot. I got a voicemail soon after, saying the installation would be this past Friday between 1-5 ET. I got another voicemail later, further confirmation, both voicemail's saying no further action was required (kept both voicemails). I logged onto the account for the heck of it, and saw it was scheduled between 8-5 on Friday. I talked to a representative online, and after a little back and forth, verified that the actual time was 1-5. No big deal, no issues.

Fast forward to Friday, I took the day off work so I'd be available for the 'up to an 8 hour install'. 5PM ET rolls around, no word from anyone, I start to get worried. I wait about 30 minutes or so, and I call DSL Extreme. After being on the phone for a bit and explaining the situation, they say they're checking into it. While on the phone with them, they say that Verizon sent them an email at 6:30 saying the tech was apparently actually at my house installing it. This was news to me, but I can somewhat understand the confusion.

At this point I tell them that I'd very likely need someone out there the same night, because I wasn't going to be able to easily take off yet another day off work for this install. They say they're not going to be able to get in touch with the Verizon dispatch at this point in the night. They say they'll try to get in touch with Verizon and will *have a supervisor call me back first thing Monday*. Monday at 1PM rolls around, I try to call to talk to the original CSR (Christie), she's not available. Ok... wait a few more hours, still not available (both times leaving a message to call back). Monday at 6PM EST rolls around, and I decide to start this entire thing with a new CSR (Josh), explaining the situation, etc.
The new CSR says that he saw the original CSR sent an email to Verizon and hadn't heard back. Explained that we were still waiting for a supervisor call back, and were wanting to get this straightened out ASAP.
At this point, we're starting to get pissed in general. We don't have another time setup, can't get in touch with a supervisor, and we are being told now that the only way they can get in touch with Verizon is through email, and that they are unable to call anyone to get a response. We call out on the fact it's now been an entire weekend, and an entire business day, and how could they not have a response yet from Verizon, for something like this? (guessing the original email didn't go out until mid-late Monday afternoon).

We attempt to push for an actual phone call, the CSR tells us that he got a number from his supervisor and attempted calling it and they were closed (who woulda guessed at 6:30 PM ET.. by this point....). We attempt to raise this to a supervisor. The CSR says his supervisor is not available. We again call out on the fact that he said he just talked with his supervisor. Apparently his supervisor is available via IM, but can't talk to us tonight (why???). At this point we're fed up, and it's not worth the ~$5-10/mo, and we'd rather go with Verizon directly. We ask him to just cancel the account, as this is just becoming way too troublesome (we're at about 5 hours of phone conversation this time...including over 60 of prime-time minutes). I understand that their hands may be tied, but this is why we'd rather go directly through Verizon. To note, we can't reach a supervisor, OR have them reach Verizon over a span over an entire business day. Also our service has been activated as of Friday, which means we're already paying for something we can't use.

And this is where I just became irate. We're told that, him as the billing dept, that he can't cancel the service. We don't understand how in the world this is possible. I need this internet setup ASAP, we have no idea when the re-setup date will be, and I'm already completely worried about future dealings with these guys if any further issues arise. We demand to talk to a supervisor of any level, we want this cancelled now. We're paying for it, apparently, and we can't use it, or even get to the point where it CAN be used. We get told this is just not possible, and we'd have to wait until tomorrow again, to get a phone call back (like that'll happen), and we get to go through this all over again. We also attempt to push to get another supervisor from another dept, and we're told that 'all the departments are the same'. i.e. it's just that team.

And this is where we are now, this is just completely ridiculous.
In summary:

1. We've been told that they're complete unable to reach Verizon.
2. We've also been told a supervisor is completely impossible to reach, despite the CSR's admitting they're talking to them.
3. We're paying for a service we can't use, and hasn't been setup.
4. We're completely unable to just cancel this and cut our losses.
5. The timespan at this point is from ~5:30PM ET Friday, to 8PM ET Monday night.

Any general feedback? Not typically the type to complain, but I desperately need the internet setup at this point, and I really can't easily take another entire day off work for someone not showing. (this one is probably Verizon's fault, but Verizon would hopefully at least attempt to care/figure out)

I had at&t dsl service for 3 years!!! and i still loved dsl extreme not only is it cheaper you get the same speed for cheaper price!!! I don't know why others are complaining about there service its actually really good!!!

I also returned by modem to DLS Extreme, but got a letter 2 months later saying I did not return it. I had sent it through the post office regular mail so I did not have a tracking number. Thankfully I had a receipt that said I had sent a package to Chatsworth which DSL Extreme accepted. But its apparent that "losing modems" shipped back to them is a very common occurrence. BEWARE!

Don't ever sign up with DSL EXtreme. I've been waiting for service for 3 weeks! It takes 30-40 minutes to get a live person on tech support. Service sucks there and is unreliable.

This is actually the worst experience I've ever had ordering a service online. I am an avid computer user and programmer. I wonder if there will be a class action lawsuit filed against dslextreme someday if they continue to "extort" other customers like this. I signed up online, they bombarded me with emails about preparing me for service or checking if service was available to me (relevant information was in text format, so received the emails), then hundreds of advertising or misc information emails (in html that deliver to my spam folder daily), etc. but no information on how to hook-up or initiate the service (such as login or installation instructions). So, I got tired of waiting and got another ISP.

Then bills started coming. 3 months of service for $182 with their additional fees. No modem, just the contract. I called to inform them that I have not had internet access. They were unwavering because they feel that the contract that I accepted online is bulletproof. I even said I would cancel my other internet provider and use their service under contract if they show me how to get online and start my fees from that day. They were unwilling to make any adjustments and cancelled my service and indicated that I was in breach of contract and now owe the $182 plus $250 early termination fee (thought a big Italian guy was going to jump through the phone and start breaking stuff at my house with a tire iron until I paid).

I think that the government confiscated $500 million dollars from Enzyte for the same exact business practices. I wonder how long dslextreme is going to conduct these types of practices until it bites them in the butt...

I am disappointed that I signed up with dslextreme solely on Leo Laporte's (KFI AM640 tech guy) recommendation and this is the service they provide. I am more disappointed at myself for not checking into the reviews about this company because every online forum has at least 25% negative feedback for this company. Even if I was wrong (which I am not because they did not indicate that my service was working, I needed my own modem because I did not specifically request one from them and did not get installation or activation instructions) they should have started my fees from the day they gave me the information to activate and use my service.

I think by doing this, they not only lose my business but they damage the respect & credibility that I had for Leo Laporte's product recommendations, as well.

Review by Michael Cyns

I used to work for these guys. I didnt realize how bad it was since I was a technician. GEEBUS getting a hold of billing is a nightmare Ive been in the queue for an hour, and the live support is waiting and waiting. I had to literally lose my cool with tech support in a live chat to get assistance with billing. I didnt know a simple move would null / renew your contract!. The whole getting a hold of billing is so bad. If you compare dslextreme to verizon or at&t, those guys at least get to you vs wait and wait and sit around. Especially when someone is at work. How long can you wait?. This was a problem 5 years ago, and it still is what a sad company. Stupid people and support what a shame. Thankfully I can troubleshoot all the hardware / connectivity issues but placing a move oh man.. Im thinking of going to AT&T

I'm really sorry I can't leave a negative star! I have spent hours and hours on hold with this company. I tried to get what they refer to as "dryloop" which is what they call it when you get DSL with no phone service. I had NO DSl for at least a month. They keep billing me and threatening me-but won't take the time off that I had no internet at all. Actually I'm on hold right now as I write this (waiting for them to hang up on me.) "Alfredo" probably not his real name said he was going to review my account-of course he never said anything about coming back! He actually came back after 10 more minutes on hold and said that I didn't attempt to troubleshoot the problem enough! Are you kidding?!! I have called them so many times it's rediculous! They say that they will call you back and nothing! They are liars. This is the worst run company that I have ever seen in my life. $15.00 a month sounds good-but like my mother told me-"if is sounds too good to be true-it probably is."

It comes as no surprise that DSL Extreme is getting such poor reviews. Among "techies" there is an axiom in the internet service industry that some degree of down time and interruption is expected since no one can tell when everyone will want to get on the internet at the same time with limited space to provide that traffic. On the other hand, DSL Extreme seems to have cornered the market, so to speak, as the King and all time ruler of down time and service interruptions. I have down time almost every day and at least every other week I have to re-boot, uninstall the software, re-install, and re-boot again. I agree with many others - if you are looking for a provider, give this one a pass and go to someone else. The reasonable rates are not worth the frustration.

I'm very happy with DSL Extreme. I searched and searched firstly to find a provider for the area I live in and then for a good value and found both with DSL Extreme. I ran into some problems (not initially everything ran smoothly from ordering, rapid response and delivery of modem etc. set up, ran fine and so did DSL Extreme right out of the starting gate)seems I had set up modem not quite to specs (it ran tho) and the tech called me within 20 minutes of my responding to their email, and he walked me through and gave me suggestions on best way to hook up (I live in an RV so things were a bit different for him and me)he was patient and knowledgeable and after hanging up I got a call back about 10 minutes later with him apologizing that he had mentioned during the first call to direct me to the pictorial for the modem set up and he hadn't given that info to me in the first call. He took the time to call me back! How many customer services would you expect to do that??!!
So needless to say again, but I will, I would recommend to anyone to use DSL Extreme. Very satisfied.

DSL Extreme sucks. there Super Unreliable. Tech Support are total retards. All the modems they have a pieces of crap. STAY AWAY!

I'm a 65-year old grandmother and was desperate to get off dial-up at the least amount of money. Signed up with DSL-X and have been very satisfied with the service. At the very beginning I had to contact tech-support to get everything running smoothly but the tech was very knowledgeable and helpful and I only waited a few minutes to speak with him.

Who knows DSL Extreme better than me? Probably not very many people. I've been with DSLE with various accounts since 2000. I'm also a 10-year IT vet that happens to know a lot about networking -- not that I expect you to believe "Mr. Random Internets Guy" about his geek cred, but there it is.

DLSE has had their issues in the past, but I hate big telco so I've tried to be a faithful customer. Incidentally, I just started as a sysadmin in the silicon valley area of NorCal. There's obviously a *lot* of tech here, which means a lot of ISPs. Even so, I tried to keep DSLE in the spirit of supporting the little guy, and because your don't have to be a lawyer to understand their fair access policy. What a mistake that turned out to be... Things actually started off well this time, DSLE even kept their original turn on date for once -- maybe the first time *ever*. Only a few days later, AT&T broke something on their end, which took down my lines. When it came back up, no sync. After waiting on hold twice at an hour apiece, I was told that yep, AT&T had messed something up, so they'd have to cancel and reorder my DSL through AT&T - 2 weeks wait time. Well, I telecommute about 50% of the time, so this isn't even an option for me to wait, unfortunately. I spoke with billing, politely explained my situation and asked to be let out of my contract (come on, 8-year faithful customer with at least a dozen referrals), and she basically told me to get F***ed. I understand that working with an ISP is high-stress... hell, the whole industry is high stress. But I've never spoken to a CS rep who was that rude in my entire life. So much for working with the customer. Even if I wasn't already canceling DSLE, I would have after that conversation. Not only that, I will warn all of my friends and colleagues with existing accounts and inform them to jump ship. DSL Extreme is not the little guy anymore -- they've grown too big for their britches, and their customer support is awful. You'd be better off just going with the big guys for all the shit they put you through. If you're getting ass for service anyway, might as well be tier-1 ass.

As for me, I went with Comcast, who gave me a turn on date TOMORROW, and even threw in a discount because they thought my DSL Extreme story about the rude B*tch in billing was hilarious.

IS THIS EVEN LEGAL??? They prequalified my line for the basic 768 kbps and the 1.5 Mbps. I chose the 1.5 Mbs. (I don't recall seeing anything about the 384 kbps lower range during the sign up process but maybe MAYBE I overlooked it. However the download speeds I measured consistently were between 180 - 190 kbps! Not even close!! Tech support says that's all the line can support. Fair enough, that's a limitation of the technology. But since the company can't keep it's end of the bargain, shouldn't they release the customer from the contract they themselves can't keep? Shouldn't they give the customer the chance of making an informed decision, i.e. we're going to charge you $X a month for Y kbps connection. Apparently not ... once you click the submit button, they have you for a year. THESE GUYS ARE PREDATORS AND SHOULD BE PUT OUT OF BUSINESS!!! SHAME ON YOU DSLEXTREME!!!

DSL EXTREME IS TERRIBLE DO NOT DO BUSINESS WITH THIS COMPANY!!!! I wish I could give them negative stars for their extremely poor customer service. They will steal your money and your time by keeping you on hold endlessly and transfering you to imcompentent or lying customer service representitives (after keeping you on hold for hours). When they tell you they'll call you back DON'T BELIEVE THEM! I've been a customer for two years the service has gotten worse and the price has gotten more and more expensive. The last straw is when I moved to a new apartment six blocks away getting them to move my DSL has been frustrating -- and so far it's been about two weeks and I still don't have service and no one there will give me a straight answer -- or if they do give me an answer it's totally wrong! If you want to cancel your contract -- (and you will) because the service is so awful they will charge you a $250 early termination fee -- even though my annual contract is only $215! I'm not sure if that's even legal. They have you over a barrel because another DSL provider can't hook you up until DSL Extreme cancels their service so you'll be stuck paying out the ransom of $250 because you can't get another provider until you do.

APPALLED. After 5 years of doing business with this company, i questioned a charge last month for $105.00. No-one returned my email and I waited 50 minutes on the phone before hanging up. I had no choice but to dispute the charge (should've been $52.00) with AMEX. I finally received a call saying that if i did not pay within a week, they'd cut me off. I called immediately and got through to someone after 35 minutes. SHe said that I'd need to pay a reconnection fee and the "bounced check" fee of $50. That's $25 per each disputed charge, even though i disputed one charge only. I asked to speak to a supervisor and gave my cell number. That day, I received an email stating that the supervisor had tried to call but there was no answer. I DID NOT RECEIVE a call from them. When I got home, I heard the message. I was specific about the number they called me on and they STILL called me on the WRONG number! I tried to use the internet only to discover that I had been disconnected. Not only that, I started to look into their various DSL prices only to discover that I have been overpaying for god knows how long - years??? I am appalled by this service and worse, NO CUSTOMER SERVICE.

NEVER DEAL with these shysters under any circumstance. I connected to the internet through DSL suxstreme and guess what? They cant provide service, it doesnt work! But what about our contract DSL suxstreme? I held up my end and now you're failing to hold up yours! I'm taking them to small claims court for the money I paid for equipment and a service that will not work as well as the hours I spent on the telephone with them...Their customer service billing department sounds like a welfare to work program operated out of a halfway house in the SFV and their technical support! PUH-LEASE! My 10 year old knows more about computers than these people. They told me the service wont work because my phone lines are fouled up, nevermind I already used AT&T DSL for 2 years on the same phone line. Who do they think provides the DSL service they bill for? These clowns are using AT&T transmission lines yet they told me I cant receive DSL in my area, yeah right keep passing the buck you dim witted fucks. Do yourself a favor and never use DSL suxstreme its not worth the headache or the cost. They are completely unaccountable and incompetent...I'm filing a complaint with the FCC the FTC the CAL-PUC and who ever else regulates these bastards in hopes of putting them out of business for good!!! I'll take it to the highest court in the land just to prove the point that I am right and DSL Suxstreme is wrong!!! There should be a class action law suit against these sewer creatures for so much money that they'll never think about sticking their heads out of the gutter again!!!

In all the internet services I've had in 12 years DSL Extreme is the worst. They and no customer service, their email servers are as slow as the can be, they double the price after the come on deal. There's some punk named Josh in the admin dept, obviously a kid that was beaten every day by the cool kids, now he's playing internet god, getting even with the world as he hides behind a phone.. What a fag...
DSL Extreme very much sucks!

I subscribed to DSL Extreme's Pro Package with the hopes of getting 1.5Mb download speeds. DSL extreme cannot provide me with 1.5Mb service and is only giving me the option of downgrading to their Basis Package, which is 768kbps.

I am 15 days into my year contract and I had nothing but slow service. I have been on the phone with tech support at least 4 times and they cannot get my speed faster than 600kbps. DSL extreme cannot provide me with 1.5Mb service and is only giving me the option of downgrading to 768kbps pricing.

15 days into the contract they still want to charge me a cancellation fee. Did I mention the first half of the 15 days I was only only getting 200kbps on speed tests? Tech support eventually got me downloading to 600kbps, but it is still below 1/2 of what I was told I could get.

I wanted 1.5 and was told by DSL Extreme that I could get it. DSL Extreme cannot provide me with 1.5Mb and now am forced to stay on for the next year with 768kbps.

The only reason I signed on with DSL Extreme was because they told me I could reach or get close to 1.5Mb. If I had known.

There should be some kind of lemon law. There has got to be a way to confirm download speeds before having to sign the year away.

After almost 20 years I switched from Verizon. In prelim screening I was told 6000kps could be done so I switched. In the span of 5 days I had five open tickets. The excuses were always on someone else - I was to far from the central office so they said I had to settle for 2500kps. Intermittent cut-outs are the norm. They also suggested it might be the indoor wiring. I stopped that in a second telling them wiring was never a problem. This company really sucks. Anyone seeing this heed this advice and that of all others here. Be afraid, be very afraid!

I used to love their customer service. But as of today, I've submitted a ticket which hasn't been answered in a week and I'm getting bounce backs on their support email address. I've had them for 5 years now. Support used to be quick with the response but no more. Either they are going under or have discontinued good customer service.

I too have had the same bad experience with sending back my modem. I boxed up the modem, power supply and cables and shipped it to the address they gave me. Now they say they do not have it and are billing me for $99.90. I called them and they just say I can not prove that they have my modem, so pay up. I have plenty of experience shipping items and USPS is very reliable.

If you ask me it's in their interest to lose your modem. The first letter I received from them was a form letter telling me to send them money, or if you already sent the modem ignore this letter. I bet everyone gets this letter, they probably even get a few people that send money, because they can not remember if they sent the modem.

I'm going to report them to the BBB.

Deron.

They sure do suck! Can't believe they even have the words "Customer Care" on their site! Unbelievable! In my case, we were in a contract and when we moved they could not provide service in the area we are in. Still demanded us to pay all the way through the contract! Customer Care my a**! And if you don't cancel 30 days before your contract ends, they continue to bill you! Money SUCKERS!

I used DSL Extreme for 3 years. If you have to deal with their non-existent customer service you are going to pay the price. Once loyal customer now ticked off enough to seek out every review site to post my unhappiness.

I had dslextreme service for ~5 years (ended Jan 2008). For the most part, service was fine. However, when I canceled service in connection with a cross-country move, problems began. I boxed up the modem and shipped via US Postal Service via regular mail well in advance of their deadline. Now, DSL Extreme claims never to have received the modem. Since I have no proof that I sent it, they want $99.00 for the modem. Complaining to customer service does no good. I spent hours, mostly on hold, trying to get a supervisor. I was never permitted to speak directly to a super. On principle, I refuse to pay DSLExtreme $99.00 for the moedm I already sent them. They've sent it to collection. Oh, well. In the spirit of the 3-11 principle of customer relations, I post this negative review. Every satisfied customer tells 3 people. Every unsatisfied customer tells 11 people. I hope that many more than 11 people read this posting and choose an internet provider other than dslextreme. Thanks for reading! :)

I went online to make a payment on my account last week. First time, it said "unable to process payment". Second time, got the same message. Tried to get someone via online chat (said they were available). Watched for over 1 hour, no one ever came on. So I tried to make the payment once again. It went through. Just looked at my online bank statement and they took out 3 payments!! Tried to call them and have been on hold for ages now. What a scam!

I'm in the middle of a war with DSL Extreme right now. I signed up for month-to-month in April 2007. In Aug. 2007, I moved and was told "all is well, we'll move your service, blah blah blah." Same price, nothing changing. Well, I'm moving again. I go to cancel and I get a note that I'm under a 1-year contract and will be dinged a $250 early cancellation fee. I KNEW I was going to be moving again and NEVER EVER IN A MILLION YEARS would have signed a 1-year contract. NEVER!! They're telling me they sent me a new contract but "you apparently didn't see the invoice." Yeah, no shit! So I ask to speak to a manager over the phone and "They're too busy. We can have someone call you back." I demanded to talk to a manager but NOOOOOOO! ONLY AT THEIR CONVENIENCE!!! I can't believe how horrible their customer service is. I said I'd wait until someone was available to speak with me to resolve this but THEY'RE TOO BUSY and will call ME back when they are available. I AM SO MAD RIGHT NOW. I was forced into leaving a message asking, begging for them to call me back tomorrow at 9 a.m. I am NOT going to get stuck with $250 fee. I can't take my DSL service with me, and there's no way in hell I would now anyway. I could just SPIT NAILS right now.

Give these guys a pass. Worst supplier ever.

In conjunction with Verizon, they could not provide stable service. DSL sync would drop in the evening, and resume at about 10:00 am the next day. DSL Extreme blamed the router behind the DSL modem, the inside wiring (I bypassed that). Verizon stated they switched to a second pair (they always used the red & black pair to my house), would not come in the evening when I had problem, would arrive only in the middle of the day when the service worked, and would not call before coming to my house.

Complete bunch of wankers, pointing fingers at each other & me.

It is much slower than my previous dsl provider, Sonic.net. DSL Extreme is regularly pushed by Leo Laporte the Tech Guy in radio ads on KGO fm. How disappointing that he is pushing a crummy company. I hear the large corporations are faster. Hopefully there are smaller dsl companies that are also high quality providers.

1 out of 10.
I have the worst experience with dsl extreme. my dsl with them was down 40 percent of the time. I get slow connection and i always get disconnect every week or so.
I called customer service and it was little help. I was suppose to get 1.5 megs but it only reach 286 which was less than the minum of 384 as stated on contract.. It never got relosve so i decided to cancel. And now they say i owe them 99.09 for the modem that i sent out way before the 30 day period. I sent the modem back to them on december 07 which i canceled within the same period. And their letter was sent to me on feb 11, 08 which is clearly over two months after i send and canceled their service. I am so pissed at them trying to rip me off. Besides the bad connections i get from them, poor customer and tech support i get from them, now they trying to ripp me off on a returned modem clearly return it within the 30 day period of my cancelation. PLEASE
file a complaint with a) the BBB, b) the California Public Utilities Commission, and c) the FCC (form 475
. mY FRIEND HAD A POOR EXPERIENCE WITH THEM AS WELL.

DSL EXTREME SUCKS! They want me to keep paying even though the dsl does not work.
1. Technical Support has us replace all ethernet wires, our phone lines, our phone wiring of the house, 3 dsl modems, and more... we also replaced all filters on the phone lines, removed all extra devices from the network (rendering our home network useless). I did all of this because the dsl would not work. Step one: are we close enough to the central office? NO! Time for technical support to figure that out? 3 months!
2. Billing - I signed up a for a contract for the new increased speed (1.5-3), which they never provided. Ultimately they decided that I would never achieve that speed, a service we never should have been offered. Guess what, is my contract null and void since they never provided the service the contract stated? Of course not! We must pay through the end of the contract for a 384k line. Ridiculous.
Not recommended. Should be reported to the BBB. Avoid at all cost.

I would suggest all who have had issues with DSLExtreme file a complaint with a) the BBB, b) the California Public Utilities Commission, and c) the FCC (form 475). The complaints on this board as well as on broadbandreports.com seem to repeat a pattern of poor business practices. It seems that the "happy customers" are plants to elevate the score (this is more the case on broadbandreports.com than here).

Sneaky bunch.  Their marketing will lure you into thinking you can change your contract.  

Their statement in their marketing is as follows:  “* Any Subscriber who converts to a Month to Month contract during a 1 Year Contract remains subject to the General Terms and Conditions for no less than the remainder of such 1 Year Contract period. Please see the General Terms and Conditions for complete details. All promotional packages go to the then current month-to-month price after one year).”

Who would convert their 1-year contract to a month-to-month if their still subject to the early termination fee of $250.00?  It doesn’t make sense.  However, this is nothing more than a marketing tactic to make customers think they can change their contract.  Once again, this all means “READ THE FINE PRINT”.  They know that their cheap pricing will dazzle you enough so that you will fall for this smooth jargon.  A lot of people have their guard down when they think they’re getting a good deal.  They prey on these people.  READ THE FINE PRINT.  Also, they charge a $60.00 transfer fee if you move – or they offer you to extend your contract another year and they waive the fee.

My advice; never sign up for a yearly contract unless you’re positive you will be living in the same apartment or home for that whole year.  Also, ask about the fees before you decide to get the service.  A $60.00 transfer fee is too much.  If you have Verizon or AT&T, most of the time you can grunt and groan enough that they will waive some if not all of the fees.  They have that power.  DSL Extreme will not budge on their fees.  This is obviously how they make their money.  With all of the competition out their, they will learn soon enough that people just can’t afford to do business with a small company trying to stay afloat by gouging their customers.  Usually a small mom and pop operation will put their customers first, and will keep them because they treat them right.  This is not one of those mom and pop operations.  Sadly, I’d say they’re worse than the corporate operations offering DSL.

Stay away!  You know that once you iron out all of the issues with getting Verizon or AT&T up and running, you’ll realize they’re not so bad after all.  Me, and it seems a lot of others have found that out the hard way.
I’ll keep on the lookout for a small DSL company that really knows how to treat their customers.  For now, I’m switching back to one of the larger corporations.  I’m not too happy to do it but, I can use them like they use me because they’re in it for the long haul and they want to keep customers.  A company like DSL Extreme is obviously trying to rape as many people as they can and sell out at some point in the future.  

I just found out, from AT&T, that for the last year I've been paying for 1Mbit service and getting 384K service... Real nice. Level 2 tech support tells me that the service is from 384K to 1.5M... So if you're paying for the faster service you're not likely to be getting it..

I want to advise people to be very careful with dslexterme when they sign-up for service. I signed up for a month to month deal thinking i could later convert to an annual contract deal but found out that i was not able to do that. The right conversation didnt happen between myself and the order taker and i didnt get the necessary information about company policies concerning new and one month old customers.

My advice to you is to have a lawyer listen in to your conversation to advise you of what you are getting into. It cost me $32.00 for one month to find out i didnt like the way they do business.
Good luck!

Well, I don't know about all you guys, but I'm going to give DSL Extreme some credit. When I first opened an account with DSL Extreme, I did have some trouble connecting off and on. At first, I thought it was the modem. When I called technical service, they did all that they could to help. Some of DSL Extreme's techs don't seem to know jack doodle, but I actually managed to contact a really good one and made sure to remember his name. Anyway, it turned out that the real problem was the outside phone lines. DSL extreme made the effort in contacting the phone company to fix the problem. Unfortunately, it took the stupid phone company a few times to finally get it right. Sometimes you get what you pay for, but I don't know of any other reasonably priced dsl service like DSL Extreme. So far, they're the cheapest service for the speed you get. Advice: make sure your phone company (especially AT&T!) has decent connectors at their junction box and that they are fully connected and not loose! And make sure to have your phone lines tested to make sure that it is not an inhouse wiring problem. It took several attempts of phone calls and complaining to fix the connection problem, but for now, my connection is currently a lot better than it was a couple of months ago! Actually, I have my husband to thank for since he did a great deal of persuasion with DSL Extreme. I think it was mostly the fault of the darn phone company than DSL Extreme. Even if I went with a different service, I would still have the same problem.

I've had DSL extreme service for the last month. Of this time my DSL has worked for a total of 2 days. I called technical support to troubleshoot, originally they were very helpful and got my DSL up and running. But that did not last long. The next time my DSL went down I called and the tech told me that I would have to have the local phone company come out to check my line and that there was nothing they could do for me. I do not have the time to have the local phone company come out and honestly it's not that important to me to have DSL so I told the tech I would rather cancel my account. THis is when I saw a new side to DSL extreme, he was extremely unhelpful once I mentioned I would rather cancel. I called the customer service line and again they were very rude about canceling my account and stated they could not do it over the phone and they had no record of the email I wrote. I received an email from the manager who seems to have a horrible attitude, probably why her customer service associates also have bad manners and lack the skills necessary to be effective customer service reps. I give DSL two thumbs down, their service sucks and I would not recommend calling if you have any problems with their service.

I switched to DSLEXTREME about four years ago after experiencing very bad cutomer support with with another Internet provider. I am very pleased with DSLEXTREME. I do not have to wait on hold for a long time for support services. When I first got on line with another company, I complained over and over how slow the speed was. They told me there wasn't anything that they could do about it. When I switched to DSLEXTREME they immediately identified the problem. I was too far away from the telephone switch box. They asked SBC to set up a relay switch for me. Since that has been set up, I have had a great connection with faster speed.
DSLEXTREME in my opinion tries hard to provide good service and satisfy the customer.

IS DSL EXREME RELATED TO SBC/PACBELL? I had just got off a one year contract with SBC's DSL Serivce. It was a total nightmare. I will not touch SBC DSL with a fishing pole. I have heard about DSL Extreme from the KFI show in Los Angeles. But then I read all these comments posted here and am not too sure whether it is a good idea to go with DSL Extreme. It sounds like DSL Extreme is related/affiliated/connected to SBC? How does it work? Does DSL Extreme have to rely on SBC phone lines? If yes, then I absolutely DO NOT want them. I have numerous bad phone conversations with SBC Internet Service. I almost have to go to the doctor to ask him to lower my blood pressure after talking to the SBC customer service. Horrible experience with SBC. Please comment on my posting. My understanding from SBC is that it is my fault that SBC DSL does not work since I live so far from their transmission center.